Close to losing my patience with customer services

[NIJIJ]

Hi everyone,

I am hoping someone might be able to shed some light to what is going wrong with sky and what i can do about it.

I approached sky for a new contract via messaging.

I was offered a deal i was happy with.

They then sent the contracts to me straight away and the amounts were different to that they told me .

I questioned it and they told me it would be adjusted in due course going forward.

I was also told i would receive £200 upon broadband activation to put towards my final EE broadband bill.

I had my broadband activated and called them to get my £200 and was told i need to pay thefull EE bill and claim it back from Sky after providing documentation....

I raised a complaint twice just to be told they'll look in to it and then get a notification saying it's been closed 24 hours later.

Jump to 2 weeks later, I check my bills in the app and they are £7.50 more than they told me they would be... Doesn't sound much but i was told and confimed they would be £100 with no price hikes for 2 years.

Rang Sky today and was put through to 3 different deaprtments for nearly 2 hours, to find 2 departments couldn't help and the 3rd saying they have sorted the payments but have now been sent emails saying they have removed some of my poducts which i didn't ask them to do.

My question is..how do i escalate this

Any help would be greatly appreciated

Moderator notes: Edited title

[Mark39]

@NIJIJ I would suggest raising a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

[_Claire]

Hi @NIJIJ  I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[TimmyBGood]

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@NIJIJ wrote:

I had my broadband activated and called them to get my £200 and was told i need to pay thefull EE bill and claim it back from Sky after providing documentation....

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That's correct: an ISP cannot settle a bill with a previous supplier because that would involve an inappropriate exchange of personal information about the subscriber.

It's up to £200 to go towards an early exit fee (not payment of any subscription owed)

https://www.sky.com/help/articles/switching-credit-offer 

[NIJIJ]

I wouldn't mind but I have the text messages saying from sky saying they would give me...not ee the £200 once the sky broadband was activated and all I had to do was find the rest of the money (£150) to settle the EE account.

This was not true, false information was given to me so I would sign up there and then.

[Me134]

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@NIJIJ wrote:

I wouldn't mind but I have the text messages saying from sky saying they would give me...not ee the £200 once the sky broadband was activated and all I had to do was find the rest of the money (£150) to settle the EE account.

This was not true, false information was given to me so I would sign up there and then.

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Don't know about the call obviously but the up to £200 compensation for a broadband switch is paid into your Sky account as a credit I think, definitely not direct to EE. It is purely for early termination charges (ETC's).

£350 ETC's is a hefty amount BTW.

[TimmyBGood]

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@NIJIJ wrote:

I wouldn't mind but I have the text messages saying from sky saying they would give me...not ee the £200 once the sky broadband was activated and all I had to do was find the rest of the money (£150) to settle the EE account.

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An unfortunately mangled interpretation: in reality you pay EE £150, and Sky credits £150 to your new broadband account after receipt of the appropriate documentation.

The Switch Credit link I posted above is the definitive information.

[NIJIJ]

I knew it wouldn't be paid straight to EE.

But I was told I would get it in my bank before I had to pay my last bill to ee as I didn't have enough money to pay it. 

This is what was agreed.

 

[TimmyBGood]

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@NIJIJ wrote:

But I was told I would get it in my bank before I had to pay my last bill to ee as I didn't have enough money to pay it. 

 

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Note they've said credit, not pay.

What you were hoping for is not possible.

[NIJIJ]

Either way I don't get it beforehand like that tiled me. End of.

[DaveDrizen]

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@NIJIJ wrote:

I wouldn't mind but I have the text messages saying from sky saying they would give me...not ee the £200 once the sky broadband was activated and all I had to do was find the rest of the money (£150) to settle the EE account.

This was not true, false information was given to me so I would sign up there and then.

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I think you find Sky don't actually give you the £200 cash in your bank account but apply as a credit against a future bill.

[NIJIJ]

Again, something not explained correctly 

[Daniel0210]

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@NIJIJ wrote:

Again, something not explained correctly 

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@NIJIJ 

Please read below about Sky switching credit...

https://www.sky.com/help/articles/switching-credit-offer